NHTSA ID Number: 11022725
Manufacturer Communication Number: SA-023-25b
TSB/Document Date: 2025-09-04
Summary
Some customers may complain about any of the following: 1. Infotainment Center Display does not provide the Authorization Code (OTP) during the MyMazda App Connected Vehicle enrollment. 2. Remote function(s) inoperative. Engine Start / Stop Door Lock / Unlock Lights ON / OFF Climate Control 3. MAZDA
CONNECT connected vehicle reception strength icon shows "X" or " ".
2. Register your user information
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3. Register vehicle information
4. Register Connected Service
NOTE 1:
If the communication line is
closed, this message will appear
advising the customer to wait for
the communication line to reopen.
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When the communication line reopens, this message will appear.
"Connectivity is Complete"
NOTE 2:
If the Connected Vehicle Services
free trial period has ended, a popup notification, "Subscription
Required", requests the customer
to sign up for a paid subscription
plan.
Subscription Required
This pop-up notification will not
disappear until customer has paid
for subscription plan through the
Mazda Connected Services
Owner Portal.
Once customer has purchased a
subscription plan, it is
recommended to close the app &
re-login back into MyMazda app
to refresh the connected services
status.
4b. Once system recognizes
customer’s subscription status
(this could take up to 12 hours),
the “subscription required” pop-up
will disappear and "Connected
Services Enrollment" screen will
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appear.
NOTE: If the customer is having
difficulty with the Mazda
Connected Services Owner
Portal, refer the customer to CEC
at (800) 222-5500
5. Switch the ignition ON in your
Mazda vehicle.
6. Wait 30 seconds.
7. Tap Next.
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8. Tap Request to receive
authorization code on your
vehicle’s Mazda Connect center
display.
Wait a few minutes for the
infotainment center display to
show the Authorization Code.
9. After a few minutes, the
infotainment center display will
show the Authorization Code.
Enter the authorization code in
the MyMazda app, then tap
Submit.
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10. After enrollment is
successfully processed and the
vehicle is connected, you will
receive a push notification.
1. Check reception strength icon:
•
•
- Go to Step 2.
- Go to MCVV OTP
Troubleshooting
2. Use MDARS to ID the vehicle and
check for DTC's stored. Are DTC(s)
stored?
OTP Troubleshooting
• Yes - Go to MGSS and perform
normal DTC diagnostics.
• No - Perform Diagnostic
Information (ODR) Data
Collection Procedure, then go to
step 3.
3. Confirm TCU software version. Go
to Telematics Communication Unit
(TCU) Updates
4. 2019 Mazda3 Only - Confirm CMU
software version is at 11012 or later.
5. Clear DTC(s).
NOTE: If DTC 2050:55 is stored, go to
SA-038/21 to clear DTC.
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6. Check TCU Remote Service Flag
Information
• Flag Information 1101... - go to
step 9.
• Flag Information 0000... - go to
step 10.
7. Perform TCU / CMU
Communication Connectivity Test
8. Disconnect 12V battery for 5-10
minutes, then retry connected vehicle
enrollment.
NOTE: Test drive vehicle after battery
disconnect to allow the GPS clock to
sychronize before retrying
Authorization Code.
9. Fill out Dealer Connected Vehicle
Questionnaire
10. Contact Hotline for additional
technical support if needed.
Customer/Dealer can Open the
Communication Line anytime via
MyMazda app
MAZDA CONNECT connected vehicle
reception strength icon shows "X"
Communication Line is Closed
• Note: There might be a slight
delay in making the backend
connection since it was
temporarily deactivated.
• Open the TCU Communication
Line:
Dealer - Go to Opening
the TCU Communication
Line
Customer - Go to
Registering Vehicle
Information ->
Registering Connected
Service.
○
○
6
This is a normal condition if the
customer has not enrolled into
connected vehicle services.
Go to eMDCS Vehicle Inquiry. Does
eMDCS show CSP04 status closed?
Customer deactivate Connected
Services (Opt-Out))
No reception
• Yes - Customer opt-out. No
action needed.
• No - CSP04 is not shown. Go to
next Action below.
1. Confirm vehicle has a clear view of
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the sky.
Note: Authorization Code (OTP) may
be processing. This may take up to 12
hours to complete.
2. Check for DTCs. Are there any
DTC's stored?
• Yes: Go to MGSS for normal
DTC diagnosis.
• No: Go to next step.
3. Confirm TCU software version. Go
to Telematics Communication Unit
(TCU) Updates
4. 2019 Mazda3 Only - Confirm CMU
software version is at 11012 or later.
5. Disconnect battery terminal for 5-10
minutes, then test drive the vehicle. Is
the reception strength signal normal?
• Yes: Repair complete.
• No: Go to next step.
6. Compare Tel antenna No. 1 signal
strength with good known vehicle near
by. Go to DIAGNOSTIC ASSIST
FUNCTION [CONNECTIVITY
MASTER UNIT (US)]
Functional Inspection / Adjustment ->
Navigation System Inspection
Good - Contact Hotline for technical
support
No Good - Swap Tel antenna No. 1
with known good vehicle
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Instrument Cluster Error Message
"In Vehicle Network Malfunction"
7
TCU software
Go to 09-001/24
8
Incorrect calendar entry (month/
day/year) after a battery
disconnect or infotainment
system software update.
Go to SA-002/21
9 2019 Mazda3 only
Improper telematics
Go to CSP07 Repair instructions.
or
"Telematics Malfunction"
and
DTC U3000:04 TCU stored
Except CX-5, CX-9 and MX-5
MAZDA CONNECT and/or MyMazda
App displays incorrect tire pressures
after battery disconnect and/or
infotainment CMU software update.
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communication unit (TCU)
• The customer is not able to
software.
activate Connected Services via
the MyMazda app after CSP06
completion.
• MAZDA CONNECT connected
vehicle reception strength icon is
missing or shows unsubscribed
after CSP06 completion.
2020 Mazda3 only
10
• Infotainment center display does
not provide the Authorization
Code
• Infotainment center display
“Software Update Error” message Enrollment error
Go to SSPC1
2021 Mazda3, CX-30, CX-50, and MX30 functions inoperative
11
•
•
•
•
•
Vehicle Status Alert
Remote Engine Start / Stop
Vehicle's electrical control area
Remote Door Lock / Unlock
network (CAN) is in "Sleep Mode"
Remote Hazard Lights ON / OFF
Vehicle Finder (vehicle location
mapping function is available)
or
No dealer visit is required. Sleep Mode
can be reset by starting the engine and
idling or driving for 5 minutes or longer.
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Go to 09-010/22.
First remote control attempt fails,
second attempt works fine.
12
• Engine Start / Stop
• Door Lock / Unlock
• Lights ON / OFF
Engine turns off when customer
13
opens vehicle door.
14
• Low Tire pressure will not clear
after correcting tire pressue.
• Vehicle status is inaccurate.
Improper telematics
communication unit (TCU)
software.
Go to TSB 16-002/20.
Normal Operation
Advise that, for customer’s safety and
security, vehicle is designed to shut-off
automatically when the vehicle door is
opened.
MyMazda App is not real time.
• Customer must go to MyMazda
app’s Inbox and read/open all
the messages related to the low
tire pressure alert, then the
“Low tire pressure” alert will
clear from MyMazda app’s
Health Report
• Message will clear after next
drive cycle.
CX-5, CX-9 and MX-5
The MyMazda App does not display tire
air pressures
CX-5, CX-9 and MX-5 Normal
Operation
15
No action Needed
Mazda Connected Vehicle Viewer (MCVV) One Time Passcode (OTP) Troubleshooting
(Vehicles built after July 1, 2021 (20 TCU, AT&T)
OTP Request
MCVV Vehicle Communication Line Status Reference
Status
New Vehicle Inventory (TCU no enrollment ever)
1 Status: Opened
Status Detail: Open Completed (with no date)
Next Step
OTP request successful.
If not, go to No One Time
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Passcode (OTP) -> OTP
Troubleshooting -> Step
2.
Status: Open Requested
Status Detail: Processing
400S19
2
Status: Open Requested
Status Detail: Request Failed
400S25
With new App
3
400S25
With old App
Status: Open Requested
Status Detail: Open Failed
Phone carrier connection
is processing.
4
The customer needs to
wait for the completion of
the activation.
If no change after waiting
12 hours, go to No One
Time Passcode (OTP) ->
OTP Troubleshooting ->
Step 2.
5
Status: Open Flag Setting Requested
Status Detail: Processing
Phone carrier connection
is complete.
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System waiting for:
a. Ignition ON.
b. Flag Setting
The customer needs to
wait for the completion of
the flag download and
IG-ON.
Status: Open Flag Setting Requested
Status Detail: Request Failed
If not:
a. Disconnect 12V
battery 5-10
minutes, then
retry OTP request.
6
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TSB/Document ID: SA-023-25b
Replacement Service Bulletin Number:
MFR Communication Date: 2025-08-22
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: ENGINE
MFR Component System:
MFR Component Subsystem: MAZDA CONNECT
Previous TSB | Next TSB |
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